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Table of content

What is an on hold ticket?

An “On Hold Ticket” is a term used in customer service management. It refers to a customer’s query or complaint that has been acknowledged but is yet to be resolved. The ticket is put ‘on hold’ when the service team needs more time to find a solution or is waiting for further information from the customer. It’s a crucial part of managing customer expectations and ensuring efficient service.

Think of it as a bookmark in a book. Just as you place a bookmark to return to a specific page later, an ‘on hold ticket’ is a reminder for the service team to revisit and resolve the issue. It’s a vital tool in maintaining customer satisfaction and trust in the brand.

Importance of On Hold Tickets in Customer Communication

When it comes to customer communication, on hold tickets play a crucial role in ensuring a seamless and efficient experience. These tickets allow businesses to effectively manage the flow of customer inquiries, ensuring that each query receives the attention it deserves. By putting a ticket on hold, businesses can prioritize urgent issues, allocate resources effectively, and provide timely resolutions to customer concerns.

Think of on hold tickets as a tool that helps orchestrate a symphony of customer interactions. Just like a conductor directs different sections of an orchestra to create harmonious music, on hold tickets help businesses allocate their customer service resources strategically, ensuring that even the most complex issues are addressed without causing disruptions or delays.

By efficiently managing on hold tickets, businesses can improve overall customer satisfaction, enhance their reputation, and build stronger relationships with their customers. By providing a structured framework for handling customer inquiries, on hold tickets empower businesses to deliver exceptional customer service experiences.

The Process of Putting a Ticket on Hold

Putting a ticket on hold is a simple yet essential process that involves temporarily pausing the resolution of a customer inquiry. This process allows businesses to prioritize and allocate resources effectively to ensure that each query receives the attention it deserves.

Here’s a step-by-step guide to putting a ticket on hold:

  1. Create an on hold category: Start by creating an on hold category in your ticket management system to easily identify and track on hold tickets.
  2. Assess the urgency: Determine the urgency of the customer query to identify if it requires immediate attention or can be put on hold.
  3. Notify the customer: Inform the customer about the reason for putting the ticket on hold and provide an estimated timeframe for resolution.
  4. Allocate resources: Assign the necessary resources to address the on hold ticket within the specified timeframe.
  5. Monitor progress: Regularly review and monitor the progress of on hold tickets to ensure timely resolution.
  6. Resume ticket resolution: Once the allocated timeframe has elapsed or the necessary resources are available, resume the resolution of the on hold ticket.

Impact of On Hold Tickets on Customer Satisfaction

On hold tickets can significantly impact customer satisfaction by allowing businesses to manage customer inquiries effectively and provide timely resolutions. Here’s how on hold tickets contribute to customer satisfaction:

  • Prioritization: On hold tickets enable businesses to prioritize urgent issues, ensuring that critical inquiries receive immediate attention and resolution.
  • Resource allocation: By strategically allocating resources, businesses can provide specialized expertise to resolve complex issues more efficiently.
  • Timely communication: On hold tickets allow businesses to communicate proactively with customers, keeping them informed about the progress and estimated resolution timeframe.
  • Efficient resolution: By managing on hold tickets effectively, businesses can ensure that each customer inquiry is handled efficiently, minimizing delays and frustrations.

Best Practices for Managing On Hold Tickets

  • Clearly define the reasons for putting a ticket on hold: Ensure that your team is aware of the criteria for putting a ticket on hold, such as pending information from the customer or awaiting specialized support.
  • Communicate with the customer: Regularly update the customer about the status of the on hold ticket, providing transparent and timely communication.
  • Set realistic timelines: Establish realistic timelines for resolving on hold tickets and strive to meet or exceed them to maintain customer trust.
  • Monitor and prioritize: Continuously monitor the progress of on hold tickets and prioritize their resolution based on urgency and customer impact.
  • Train your team: Provide comprehensive training to your customer service team on effectively managing on hold tickets, ensuring they have the necessary skills and knowledge.

Frequently Asked Questions

What happens when a ticket is put on hold?

When a ticket is put on hold, its resolution is temporarily paused to prioritize urgent inquiries or allocate resources effectively. The customer is informed about the reason for the hold and provided with an estimated timeframe for resolution.

How does an on hold ticket affect customer service metrics?

An on hold ticket can affect customer service metrics by enabling businesses to efficiently manage and prioritize customer inquiries. This leads to improved resolution times, enhanced customer satisfaction, and positive impacts on metrics such as average response time and first contact resolution rate.

What is the best way to communicate with a customer about an on hold ticket?

The best way to communicate with a customer about an on hold ticket is through proactive and transparent communication. Regularly update the customer on the status of the ticket, reasons for the hold, and provide an estimated timeframe for resolution. This helps manage customer expectations and maintain transparency.

How long should a ticket stay on hold?

The duration of a ticket on hold depends on various factors, including the urgency of the inquiry and the availability of resources. It’s important to set realistic timelines and communicate them to the customer. Strive to resolve on hold tickets within the specified timeframe to ensure efficient customer service.

How can on hold tickets be effectively managed?

To effectively manage on hold tickets, businesses should clearly define the reasons for putting a ticket on hold, regularly communicate with the customer, set realistic timelines, monitor and prioritize tickets, and provide comprehensive training to the customer service team.

FAQs About What is an On Hold Ticket?

The amount of time it takes for an on-hold ticket to be processed depends on the complexity of the issue and the availability of resources. Generally, tickets are processed within 1-2 business days. If the issue is more complex, it may take longer to resolve.
When a ticket is placed on hold, it means that the customer service representative is unable to resolve the issue at the time. The process for an on-hold ticket typically involves the customer service representative gathering more information from the customer, researching the issue, and then either resolving the issue or escalating it to a higher-level support team. The customer service representative will then contact the customer with an update on the status of the ticket.
There are several reasons why a ticket may be placed on hold. These include: insufficient information provided by the customer, the customer not responding to requests for additional information, the ticket being assigned to the wrong department, the ticket being assigned to an agent who is not qualified to handle the issue, or the ticket being assigned to an agent who is unavailable. Additionally, tickets may be placed on hold if the issue requires further investigation or if the customer needs to be contacted for additional information.
To check the status of an on-hold ticket, you can log into your account and view the ticket details. You can also contact the customer service team for more information. If you have an email address associated with your account, you can also check your inbox for any updates from the customer service team.
If an on-hold ticket is not resolved within a certain time frame, the ticket will be escalated to a higher priority level. Depending on the severity of the issue, the ticket may be escalated to a supervisor or manager for further review and resolution. Additionally, the customer may be contacted to provide additional information or to follow up on the status of the ticket.